Do not overwhelm a customer with the details: : if a question is straightforward, provide simple and short answer that includes active links and steps to follow. Otherwise, a microloan becomes a regular credit which is quite difficult to obtain.
Do not change the channel: when a customer sends a message via email or live chat, do not ask him to call you back. The customer should get a response in the same place where he asked a question, otherwise, you are at risk of losing him.
When all operators are busy, inform a customer when he will be contacted and through which means will you contact him, so that he knows what to expect and whether there is something to wait for.
The study showed that the email answers are the weakest: check your operators. Do not use empty templates and never focus on response time only because the quality of the answer is of the same importance.
When you are unable to offer a loan given the customer's circumstances, define your requirements so that the customer is informed, and suggest the alternatives. The customer will remember it.
Do not use "you need", "you are required". Иin instructions. Use more gentle language: "just go there, do something". This language is clearer, and the whole instructions do not look that massive.
In the last message, always ask a customer whether he needs any further assistance to make sure the request has been fully resolved.
The greeting should end with either an exclamation point, or a comma, but not a period. In Russian, the exclamation mark is the best choice.